Chicago O'Hare | Terminals 1 and 3 - Flychicago

Chicago O’Hare | Terminals 1 and 3

2018 Food & Beverage Preference Survey

Survey Overview• To prepare for the solicitation of food and beverage

concessions a preference survey was conducted in Terminals 1 and 3 at Chicago O’Hare International Airport

• Total survey sample was 2,023 departing passengers: 809 from Terminal 1 and 1,214 in Terminal 3

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Passenger Profile

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Passenger Profile

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Passenger Profile

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Passenger Profile

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Passenger Profile

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Passenger Profile

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Food & Beverage Preferences

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Preferred Food Concession

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Preferred Sit-Down Meal

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Preferred Sit-Down Meal*

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*Select top 3 choices

Preferred Sit-Down Meal*

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Preferred Fast Food/Quick Serve Meal

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Preferred Fast Food/Quick Serve Meal*

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Preferred Fast Food/Quick Serve Meal*

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Preferred Snack

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Preferred Snack*

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Preferred Snack*

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Preferred Type of Bar

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Type of Location Most Used

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Most Desired Local Restaurants

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“What Chicago eatery would you love to see at

Chicago O’Hare Airport?”

123 Write-In ResponsesTop Responses = 60%

Top ResponsesLou Malnati's Portillo'sGiordano'sGibsonsPizzeria UnoFronteraGino's EastBeatrixBeggars PizzaBig StarHarold's Chicken ShackRoti Modern MediterraneanSmoke Daddy

Most Desired National Brands

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“What brand or chain restaurant would you like

to see at the airport?”

191 Write-In ResponsesTop National Chains = 57%

Top ResponsesChick-fil-aMcDonald'sPanera BreadChili'sChipotle Mexican GrillPotbelly Sandwich WorksCulver'sFive GuysP.F. Chang'sTexas RoadhouseApplebeesIn-N-Out BurgerOlive GardenPanda ExpressPopeyesPortillo's RestarauntsStarbucksSteak 'n ShakeTGI Friday'sThe Cheescake FactoryWendy's

Considerations for Choosing Place to Eat*

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Food & Beverage Purchases

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Food and Beverage Purchases

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Satisfaction Ratings

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Satisfaction with Food and Beverage Concessions*

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*1=unacceptable, 2=poor, 3=okay/fair, 4=satisfied, and 5=very satisfied

Satisfaction with Food and Beverage Concessions

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Satisfaction with Food and Beverage Concessions

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Opportunities to Improve Program*

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Assistance Required at O’Hare

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Assistance Required

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Assistance Required

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Satisfaction with Assistance Provided

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Satisfaction with Assistance Provided

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Recommend O’Hare to Others

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Summary of Findings

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Food and Beverage Purchases• 70% of respondents made a food and

beverage purchase

• A larger percentage of Terminal 1 passengers made a purchase compared to Terminal 3 passengers

• A larger percentage of connecting passengers made a purchase compared to originating passengers

• Out-of-area residents were more likely to make purchases than local residents

70%

Satisfaction with Food and Beverages

• 76% who made a purchase are satisfied with food and beverage concessions

• Terminal 3 passengers had a higher level of satisfaction with food and beverage concessions compared to Terminal 1 passengers

• Millennials reported a lower level of satisfaction than other passengers

• Satisfaction between connecting and originating passengers was the same

76%

Food and Beverage Preferences

Fast food / quick serve restaurants are most preferred by nearly 40% of all respondents, followed by snack foods

39% 29%


Top food choices by category

Sit-Down Restaurants Fast Food/QSR Snack

All-American Sandwiches/Deli Fresh Fruit/Vegetables

Chicago Pizza Chicken Nuts

Mexican Café/Bakery Style Smoothies

Italian Fresh Salads Pastries/Baked Goods

Steakhouse Mexican Candy


Top considerations when choosing a place to eat include:

Terminal 1 passengers consider amount of free time and location/proximity to gate more important than Terminal 3 passengers

Location/Gate

Proximity

Amount of Free Time

Value for Money

Menu VarietyCleanliness

Opportunities to Enhance Service

Opportunities to offer passengers a better experience

with food and beverage concessions include:

Better Prices

Healthier Options

More Seating

Compared to Terminal 1, a larger percentage of Terminal 3

passengers said these are more important to their experience:

More Snack Food

Options

Courteous Staff

Faster Service

Local & Chain Brand Preferences• In addition to concepts already

offered at O’Hare, passengers would like to see new concepts such as Chik-fil-A, Panera, Chipotle, Potbelly, and Culver’s, to name a few

• Some of the local concepts passengers would like to see at O’Hare include Lou Malnati’s, Portillo’s, Giordano’s, and Gibsons


• 86% of passengers in the survey would recommend O’Hare to others

• 89% of millennials would recommend O’Hare to others

89% 86%M

ILL

EN

IAL

S

OTH

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Millennial Nuances• Millennials show the same interest in bars as

sit-down restaurants while non-millennials have a greater interest in sit-down restaurants

• Millennials have a greater interest in specialty bars such as tequila, vodka, whiskey and wine bars

• Millennials show a greater preference for national chains/brands, while other passengers prefer local eateries

• Offering better prices is more important to millennials than other passengers

• Millennials consider value for money more important when choosing a place to eat compared to others

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I like the predictability of brands I know

I can’t buy what I can’t afford

I will pay what it’s worth to me

Bars and sit-down dining are both important to me

I want somesophistication in a bar

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Chicago O'Hare | Terminals 1 and 3 - Flychicago

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